Customer Success Implementation Manager

Overview

The Customer Success Implementation Manager is responsible for accelerating franchisee success through high-touch onboarding and ongoing enablement. This role ensures both new and tenured franchisees adopt our systems, tools, and best practices to drive consistent performance, operational confidence, and measurable growth. This position leads franchisee implementation across 10+ core platforms (including Hub Spot, Zoom Info, LMS/Cypher, Scorpion, Compass, Quick Books, Fathom, AIRPC, SRS, and others), delivers structured onboarding for new owners, and provides proactive enablement to established franchises who want to scale, modernize, or improve execution.

Location: Owings Mills, Maryland

Job Type: Permanent

Salary: $90,000 - 95,000 per year

Work Hours: 9am to 5pm

Education: Bachelors

• Franchisee Onboarding
  • Own and continuously improve the franchise onboarding journey to ensure a consistent, high-quality launch experience.
  • Develop, update, and maintain onboarding content (facilitator kits, workbooks, session guides, resource libraries, templates).
  • Co-host bi-monthly onboarding cohorts and lead weekly 1:1 onboarding sessions with new franchisees.
  • Coordinate onboarding logistics, timelines, communication, and IT/tech readiness through Teams and
  • Provision, configure, and validate credentials and access for required systems (Hub Spot, Zoom Info, Scorpion, LMS/Cypher, Compass, Quick Books, Fathom, AIRPC, SRS, etc.).
  • Coordinate enrollment and completion tracking for SDS Essentials and related onboarding milestones.
• Hub Spot Implementation & Enablement
  • Originate Hub Spot contracts and guide franchisees through setup, permissions, and portal configuration.
  • Customize and deploy Hub Spot assets (email templates, landing pages, forms, sequences, playbooks, onboarding workflows).
  • Train franchise admins and teams on Hub Spot fundamentals and advanced usage through virtual IT sessions and 1:1 coaching.
  • Provide ongoing support on sequences, automation, integrations, and best-practice CRM adoption.
  • Troubleshoot Hub Spot issues and partner with internal teams or Hub Spot support when escalations arise.
• Zoom Info & Linked In Enablement
  • Originate Zoom Info subscriptions and coordinate mapping/imports with Zoom Info support.
  • Deliver foundational training on Zoom Info and Linked In prospecting techniques.
  • Support tenured franchises in refining prospecting workflows for consistent at-bats and pipeline quality.
• Platform Setup & Franchise Tech Support
  • Support franchisees in Scorpion setup, website customization, and quick digital asset creation (Canva banners, bios, headshots, etc.).
  • Guide basic setup and troubleshooting for Quick Books, Fathom, LMS/Cypher, Compass, AIRPC, and SRS.
  • Serve as Tier-1 technical enablement support for platform adoption questions and "how-to" execution.
• Ongoing Franchise Enablement (New + Tenured)
  • Host weekly office hours for open Q&A, troubleshooting, and best-practice sharing.
  • Provide real-time support via Help Desk tickets, Teams, email, phone, and text.
  • Lead scheduled enablement check-ins with established franchises to strengthen adoption, efficiency, and performance.
  • Identify common franchise challenges and proactively develop resources, guides, or trainings to address patterns.
  • Partner with coaches and franchise leadership to drive action and accountability in tool use.
• Training & Enablement Delivery
  • Deliver bi-monthly virtual IT trainings across the network, including:
  • Hub Spot Basics
  • Hub Spot Sequences & Integrations
  • Linked In prospecting / SSI improvement
  • Client onboarding systems
  • Additional platforms and initiatives as assigned
  • Create and maintain playbooks, job aids, and micro-trainings to reinforce adoption and reduce friction.
• Network Engagement & Cross-Functional Partnership
• Support onboarding of new Client Success Managers and Sales Associates in the franchise network.
• Represent Franchise Enablement at regional meetings, capturing feedback and reinforcing initiatives.
• Serve as liaison between franchise CS teams and Home Office (Marketing, Technology, Coaching, Enterprise, Shared Services).
• Participate in Discovery Day by answering onboarding questions and presenting Marketing/LMS/Cypher overview as assigned.
• Support conferences and network events (CS track planning, speaker prep, agenda support).
• Project Support & Continuous Improvement
  • Support rollout of new LMS/Cypher and additional technology tools (testing, feedback loops, adoption support).
  • Assist in franchise-level projects that increase efficiency, consistency, and scale across the network.
  • Identify opportunities for automation and streamlined franchise workflows using Hub Spot and other internal tools.

Required Skills & Experience

• 7+ years in Customer Success, Franchise Enablement, Implementation, Onboarding, Training, or related roles.
• CRM / marketing automation experience (Hub Spot strongly preferred).
• Strong command of MS Office Suite.
• Strong technical aptitude across multi-platform environments.
• Proven ability to train, present, and guide…